Genesys - Top 5 ways to enhance CX through your Mobile channel

Customer Experience (CX), satisfaction and loyalty increases when customer effort during critical touchpoints goes down. The best way to reduce effort is by meeting and supporting customers where they are always present. More than ever, that is on their mobile devices. This paper will highlight several important ways to enhance CX through common interactions involving existing and planned mobile applications and websites.

Customer Touchpoints Are Now Mobile
 
Looking around your office or while out on the weekend, it is very clear that it is a mobile-first world. Consumers have dumped their landline phones and PCs in favor of smartphones and tablet devices. Key workloads in most industries are shifting both customer and worker interactions to mobile devices, where immediate information access and location-based services are more useful and relevant to commerce and to the tasks at hand.
 
Most of the world’s population has already gone mobile. According to IDC, there will be more people accessing the web using a mobile device than a computer by 2015, and commerce continues to shift to mobile devices as consumers and businesses alike become untethered from traditional equipment, home or office, in their purchase and account management journeys. Consumers are also now expecting that their issue resolution and support journeys include mobile touchpoints, and the growth in smartphone adoption adds to the need for many new capabilities in daily mobile interactions. Seventy-eight percent of consumers now use mobile apps for account status, billing and interactive chat – the primary benefit, of course, is that people can initiate interactions whenever and wherever they are. 

Complete the following form to download this file.

Name: *
Email: *
Telephone: *
Job Title:
Company:
 

blog posts

Gordon Rimmer

Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre […]

Gordon Rimmer

Tomorrows Contact Centre – Survey Results

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert […]

latest news

PC-1 are Silver Sponsors for the Genesys CX Summit 2017, Brussels

PC-1 are proud to be Silver sponsors at the Genesys CX Summit 2017 in Brussels. Titled "Together" this show promises to engage its audience with the very latest customer journeys, compelling presenters, key topics, a hands-on partner pavilion, and customers sharing what they’ve done and learned - to visit the event site click this article for more info....

News Release: Technology on Tap for Northumbrian Water

Northumbrian Water – already one of Ofwat’s top three for customer satisfaction – plans to set the standard for service excellence in the UK water industry with ‘joined up’ services across voice, online and social channels. Excellence will be unlocked by a private cloud hosted multi-vendor technology solution from PC-1, which will integrate all of Northumbrian Water’s communications channels. Customers will be able to channel-hop at their convenience to get information that’s always consistent, accurate and absolutely up to date.

latest tweets
YOUTUBE VIDEOS

PC-1 & Semafone Partners to deliver PCI Compliance for Contact Centres

Take a look at how Semafone's PCI Compliant Software works to deliver secure payment processing for contact centres. PC-1 partners ...

Digital Customer Service - The Future Today

The future of Customer Service and Digital Transformation together with the impact of AI and ChatBots may feel overwhelming this ...

Retail Innovation from Cisco - are you ready for the next wave?

It is an ever changing world and new technology is leading to the ability to change the customer experience for ...